Other Services
In addition to contact center consulting, PPT provides various CX services.
It conducts IVR programming and design and CRM consulting. It also provides business process outsourcing (BPO). In the latter category, PPT can actually provide bodies to its contact center customers.
“This brings us BPO relationships that look like supplier relationships. We can bring agents to bear. [Customers] are saying, ‘I need a solution, and I need seasonal agents for Christmas in retail,’ and we can supply that,” Kinka said.
In addition, ometimes PPT actually functions as the administrator for client contact centers.
“Then it becomes an MRR. We’re effectively the provider on the managed services side,” he said.
PPT also provides artificial intelligence and robotic process automation (RPA) services.
